Customer Service Specialist - SaaS & CRM Support

Faridah Abdulsalam

*******.*********@*****.*** 508-***-**** Walpole, MA

Professional Summary

Customer Service Professional with 5+ years of experience delivering exceptional support across SaaS, higher education, and retail environments. Skilled in handling high- volume inbound/outbound calls, email and chat support, complaint resolution, account management, CRM documentation, customer retention, and cross-functional collaboration. Proven ability to improve customer satisfaction, resolve escalations, educate customers, and exceed performance metrics while maintaining empathy, professionalism, and accuracy.

Core Competencies

Customer Service • Customer Experience (CX) • Inbound & Outbound Support • Phone, Email & Chat Support • First Call Resolution (FCR) • Complaint Resolution • Customer Retention • Case Management • CRM (Salesforce) • Account Management • Conflict Resolution • Active Listening • Technical Support • SLA Compliance • Call Documentation • Multitasking • Microsoft Office • Google Workspace Technical Skills

Salesforce CRM, Microsoft Office, Google Workspace, Zoom, Microsoft Teams, Outlook, Hootsuite, Sprout Social, Buffer, Canva, CRM Systems, Data Entry Professional Experience

Customer Service Specialist

AISERA Nov 2024–Present

Manage 60+ customer interactions daily across phone, email, web, and virtual channels while maintaining excellent service quality.

Resolve complex customer inquiries through collaboration with technical teams, improving first-contact resolution.

Maintain 95%+ CRM documentation accuracy in Salesforce.

Educate customers on platform features, reducing repeat inquiries and improving adoption.

Identify customer pain points and recommend service improvements. Customer Service Representative

COGNISM Apr 2023–Oct 2024

Served as primary contact for customer inquiries, onboarding, account support, and issue resolution.

Managed customer cases in Salesforce with timely follow-up and accurate documentation.

Built long-term customer relationships, improving retention and satisfaction.

Collaborated with internal teams to resolve escalated issues efficiently.

Consistently met response time, quality assurance, and productivity goals. Customer Communications Assistant

Gannon University Oct 2022–Dec 2022

Responded to inquiries across digital channels with professionalism and empathy.

Created customer-focused communications that improved engagement.

Supported cross-functional communication initiatives. Customer Relations Representative

Gannon University Oct 2021–Dec 2022

Handled 70–100 customer calls daily while resolving inquiries and maintaining confidentiality.

Strengthened customer relationships and improved retention through exceptional service.

Accurately documented interactions and exceeded engagement goals. Customer Service Representative

Trade Depot Ltd Oct 2019–Sep 2020

Processed customer orders with 99% accuracy.

Resolved complaints and billing/order inquiries, achieving approximately 95% customer satisfaction.

Collaborated with internal teams to ensure timely issue resolution and delivery. Education

Master of Arts in Strategic Communication

Gannon University

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